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integrated
intelligent construction
Guideline
Step-BY-STEP Development
of Facility Management Services
A P r a c t i t i o n e r s ’ G u i d e o n t h e I 3 C o n S e r v i c e E n g i n e e r i n g A pp r o a c h ( SE A )
ben
benefits
Titelbild: Melissa Morey del Castillo unter Verwendung von Copyright © Roman Sakhno - Fotolia
Authors/Editors: Liza Wohlfart
Lesya Bilan
Sven Schimpf
The authors would like to thank the following project partners and experts for their contribution:
Iris Karvonen (VTT), Raul Sanchez Labrador (Dragados), Aurelius Bernet (Perspectix), Frank Wagner, Flavius
Sturm (both Fraunhofer IAO), German Association of Consulting Engineers (Facility Management Group)
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Integriertes Innovationsmanagement
Table of Contents
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I3CON
Step-by-step Development of Facility Management Services
11. Literature 62
4
Aims and Benefits of this Guide
The provision of the right services to a customer is therefore a crucial yet chall-
enging task. It requires a structured service development process which con-
siders (and continuously adapts to) key user needs. And it should be as inte-
grated as possible, since customers increasingly ask for facility managers as
central contact points to coordinate the different services of a building, which
are provided by different sub-contractors. This may be the internal facility
management team of a company, but it could also be a general contractor
who provides services along with the building, or a consultant team that sup-
ports the building definition, production and use phase.
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Step-by-step Development of Facility Management Services
The guide starts with a brief definition of underlying terms (chapter two) to
then present the five phases of the approach (chapter three). The following
five chapters each explain one of the phases in detail. A summary and an
outlook complete the document.
The approach presented in this guide is called the I3CON Service Engineering
Approach (SEA). It has been developed and validated within an EU co-funded
research project1 (called I3CON) and integrates »Service Engineering« and
»Mass-Customisation« elements into a process which is aimed at the struc-
tured development of modular service portfolios.
The key benefit of the service engineering aspect is to enable the structured
pre-planning of services. Today, decisions as to requisite facility management
services are often made intuitively, without a thorough analysis of what is
really needed and how it is needed. And most decisions are made much too
late, i.e. when the building’s planning has already been finalised or the
building has even been constructed. A fast and early decision-making process
with regard to the service support required is, however, crucial to ensure that
both the building and the services perfectly fit the lifecycle costs and the users’
comfort.
1 I3CON – Industrialised, Integrated, Intelligent Construction. European research project funded by the European Commission
within the Sixth Framework Programme (FP6). More information on http://www.i3con.org
6
Aims and Benefits of this Guide
However, simply providing a wide variety of different services for all possible
user groups is not the way forward. Customers are often overwhelmed if they
are given too many options to choose from. And an excessively large portfolio
will cause costs for the service provider to skyrocket. Mass-customisation has
helped various industries to dramatically reduce the costs of their product
portfolio, despite their customer-specific personalisation. Extensive literature is
available for product mass-customisation (see for example Piller 2008), but
only few sources mention the mass-customisation of services. Bringing this
concept to the facility management domain is, however, a suitable step not
only to increase customer-friendliness but also to ensure greater cost-effi-
ciency in this domain.
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Step-by-step Development of Facility Management Services
As in many other disciplines, the terms used in the context of this guideline are
not self-explanatory and have different meanings when used by different
people. Therefore, this chapter aims to explain the most important definitions
used in this guideline in order to create a common understanding and define a
common starting point.
The definition of services used in this guideline is in line with the rather broad
definition of facility management (FM) provided by the International Facility
Management Association IFMA (www.ifma.org), which describes FM as »a
profession that encompasses multiple disciplines to ensure functionality of the
built environment by integrating people, place, process and technology.«
However, it excludes the technical systems of a building included in IFMA’s
concept.
Facility management mainly applies to the use phase of a building (see figure
below), although it should already be considered during the definition and
production phase in order to ensure optimum lifecycle costs and user comfort
(see previous and next chapter). These two phases are therefore included in
the SEA concept. The final phase of the building lifecycle – destruction – and
its services are not considered in the I3CON SEA.
8
Definitions and Scope of this Guide
This guide is directed at facility managers (FM) responsible for the devel-
opment and coordination of services for a specific group of users. Facility man-
agers must not necessarily be service providers themselves, which is why the
two terms need to be clearly distinguished.
For the SEA, it is important that customers have one key contact point
that is responsible for the coordination of all the services provided. In this
guide, this contact point is called the »Facility Manager«, in contrast to
the »Service Provider«. Facility managers develop and coordinate the
service portfolio for their customers (on the basis of the SEA). Facility man-
agers could, for example, be the FM team of a general contractor who
offers services along with the buildings. Or it could be the FM team of a
private or public company that handles all the services of the building.
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Step-by-step Development of Facility Management Services
10
How to Use this Guideline – The Five Phases
The provision of facility management services ranges from direct supply, co-
operation strategies and user involvement strategies to independent
supply by an external service provider. The target group of this guideline
constitutes everyone interested in the development of service portfolios which
are dedicated to specific user groups. For example, this could be facility man-
agers working for:
– General contractors who offer services along with their buildings, alone
or with a group of suppliers;
– Private companies responsible for planning and providing/coordinating
the various services needed in the different buildings owned by the
company;
– Public institutions responsible for planning and providing/coordinating
the various services needed, for example, in the different buildings owned
by the city;
– Consultants responsible for supporting building planners in identifying
services needed and, where applicable, also coordinating such services
once the building is used.
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Step-by-step Development of Facility Management Services
In the SEA process, the first three phases focus on the development of a
service portfolio, while the last two address the service configuration and
provision (see the figure below).
Figure 3: The I3CON Service Engineering Approach (SEA) for facility management
Phase two then looks at concrete service ideas and examines their potential
and feasibility (chapter five): What kinds of services are really needed? Does a
public organisation with a high percentage of parents really need childcare
facilities or would flexible work schemes be more appropriate? Or should both
be offered? Phase two ends with a decision on what is needed and who could
provide these services (direct supply, sub-contractor, etc.).
Phase three (chapter six) starts with the resulting list of new services, which
are now detailed into single service modules and suitable default combi-
nations. How should childcare be provided? Only up to noon or also in the
afternoon? This step ends with the final service portfolio to be offered. All
necessary processes will have been defined, resources made available and (if
necessary) sub-contractors sourced.
Phase four: The provision of the services starts with the customer-specific
selection of the services (chapter seven). A customer now selects the services
he/she is interested in for a specific building. A university with a high per-
centage of parents could, for example, decide that they want to offer morning
childcare every day and full-day care twice a week to their employees. Some
services could be mandatory, so that an advertising agency, for example, could
decide that plant watering will be a standard service for all of their part-time
office users. In this phase, the service provider will discuss optimum choices
with the customer and will analyse the final choices to further improve the
portfolio offered.
12
How to Use this Guideline – The Five Phases
Phase five, the last phase, is the actual operation of the services (chapter
eight). At this point, the service provider’s task is not only to run the services,
but also to gauge the users’ level of satisfaction with the services provided.
The overall idea behind the approach is to first create a modular service port-
folio which is then used as a good basis for making swift decisions on the
optimum range of services for a specific building (and its users). Thus, the
main focus group of the guideline constitutes facility managers (general con-
tractors, private companies, public institutions, consultants) who are inter-
ested in deciding on a flexible set of service types and forms for the range of
buildings they manage. The set of services then allows them to make efficient
decisions as to what exactly is needed (and is feasible) for any new building.
Service Phases
Development of Service Portfolio Provision of Customer-specific Services
Generation and Definition of Configuration of
Identification of Services Operation
Evaluation of Service Modules Customer-Specific
Service Potentials and Assessment
Service Ideas and Default Combin. Solutions
Building Phases
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Step-by-step Development of Facility Management Services
company consider future services much more quickly when a new building is
being planned. This will help ensure true co-planning of both elements: the
building and the services2.
The definition, production and use of a building in the SEA thus start in phase
four (see figure above). As explained above, the best way to ensure an
optimum fit between the building and services is to start with the service con-
figuration during the building definition phase, as not only the building design
will have an impact on the services (a certain carpet may need specific
cleaning), but some of the services may also have an impact on the building
design (security services could necessitate cameras, childcare could need spe-
cific facilities etc.). The configuration can, however, also be done for an
existing building already in use.
In addition, parts of the first three steps can be addressed again when confi-
guring customer-specific solutions. It could be helpful to do so if it proves dif-
ficult to decide on the right service combination for a specific customer as the
customer is unsure of what is really needed. Facility managers with an existing
service portfolio could re-use the first three steps of the SEA to improve their
portfolio according to feedback results of phases four and five, or in situations
of ad-hoc adaptation needs (if, for example, a new user type arises).
A group of consultants contacted during the validation phase of the SEA said
that some buildings are planned by the future owner (who could be an
investor) without any knowledge of the final customer they will sell or rent the
building to (which could be a company needing office space). Such customer-
independent building definition and production often results in vacant
buildings and should therefore be avoided or should at least be done with a
clear picture of potential customers in mind – again a step that can be sup-
ported by the SEA.
2 When using the SEA for existing buildings, the co-planning advantages cannot be leveraged but the approach will still help to do
a good analysis of service needs.
14
How to Use this Guideline – The Five Phases
Before going into the single phases of the SEA, let us first quickly examine
how its five phases have been designed. Each phase consists of several steps.
The steps included in a phase should all be considered before proceeding to
the next phase. This can be just a check (if the information required is already
available) or a concrete task to be worked on (if information is missing). The
first phase (identification of service opportunities), for example, includes the
description of the building functionalities and user types, the summary of
existing services and the analysis of service trends. All phases and the steps
they involve are illustrated in the figure below.
Specify
Analyse Assess
service processes
service trends competences
& resources
Identify Elaborate
service marketing
opportunities concept
To assist users in working on single step, the SEA includes a toolbox proposing
suitable tools for each of the steps. The toolbox has a modular structure so
that users select the most appropriate tool for their current needs in some of
the steps.
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I3CON
Step-by-step Development of Facility Management Services
Customer
Line of external interaction
Service personnel +
Default
Customer
Ideas Evaluation
activity cycle
Combinations
customer
Line of visibility
Service personnel
Service
Assessment of
Processes &
Competences Line of internal interaction
Resources
Support processes
Marketing
concept
16
How to Use this Guideline – The Five Phases
Application Example 2:
University campus
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Step-by-step Development of Facility Management Services
Tenants included young singles, couples and small families; the rental period is
restricted to five years. There are some facilities that can be used by all
tenants, such as a common laundry. The building has a car park which is hired
out to external people or the tenants themselves.
18
Phase 1: Identification of Service Potentials
The objective of the initial phase of the service engineering process – »Identifi-
cation of Service Potentials« – is to perform a detailed analysis of the current
state and future development of the contextual situation that enables the
provision of services in the construction industry.
To reach this objective, this process phase involves the activities of describing
the building functionalities and user types, summarising existing services, ana-
lysing service trends and finally identifying service opportunities. These activ-
ities are described in detail in the following paragraphs.
The main user groups for each building should be defined in the next step.
This may, for example, include employees if office functionalities are con-
sidered, but also other people using the building, such as external visitors.
Employees could be full-time, part-time and freelance workers.
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Step-by-step Development of Facility Management Services
The next step involves compiling a list of the services already offered. Again,
this may be connected to the building functionalities and user types (which
services are offered for which buildings and which users). Additional
information to be added could, at this point, include contribution margins of
the different services.
Another useful tool in this step is a Service Portfolio Table. This tool provides
relatively detailed information and could therefore be used to complement the
service portfolios. An example of a portfolio service table for an apartment
building in which services are classified according to service area, service type,
user affinity to the object and settlement type is shown in the following table.
20
Phase 1: Identification of Service Potentials
3 2: Example
Table Service Service area Service Affinity to Settlement
of a service portfolio type building type
table
(see GdW 2004)
Accomplishment
Free of charge
Consulting
Provision
Security
Middle
High
ICT3
Low
Social services for the tenant x x x x
Occupational projects x x x x x
Common rooms x x x x x
Sport for young persons x x x x x
Sentry x x x x
Caretaker x x x x
Tenants concert x x x x x
Guest accommodation x x x x
Adaptation of living space x x x x
Leisure for seniors x x x x x
Internet stations x x x x
The services are placed as points within the different radar fields in this tool.
Their distance from the centre of the radar system corresponds to the present
relevance to the services offered: The services closest to the centre are those
that are very important today, while those close to the outer circle are
expected to gain in significance in the years to come.
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I3CON
Step-by-step Development of Facility Management Services
5 years
Customers Environment
Suppliers Economy
Politics,
Competitors Legislation
A major source of information for the creation of trend radar is the collection
and analysis of market surveys and studies, as they provide relatively high-
quality information on trends related to specific sectors or activities. Drawing
on readily available information sources can considerably reduce the time and
effort needed to create the trend radar.
22
Phase 1: Identification of Service Potentials
Table 3: Identified Trend Areas Short-term: 0–5 years Long-term: 5–10 years
trends (summary Users – Increasing number of students with – Increasing number of international
of the trend radar) families and children. students.
– Increasing diversity in age groups
among students (increasing age
gap).
Competitors – Good information services. – Increasing family support (e.g. better
– Constantly improving search help. childcare facilities, etc.).
Higher education – Distance education gains popularity
sector – Increasing number of women in aca-
demic and scientific positions
Society – Web 2.0 application. – Elimination of necessity to travel.
Service providers – High fluctuation on market (due to
the increased competitive pressure).
Technology – Everyone owes his or her own – Increasing spread and use of mobile
laptop. communication and information
– Increasing use of different mobile devices.
devices. – Increased use of portals (improving
online support).
Location – Increasing number of cooperation – Improving infrastructure (e.g. better
offers from different providers. availability for public transport,
offers of car sharing).
Politics and – Focus on families (greater support
legislation for families).
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Step-by-step Development of Facility Management Services
At the end of phase one of the SEA, the information collected has to be ana-
lysed and evaluated to identify suitable service opportunities. A convenient
method to do so is the
SWOT Analysis. This method helps to assess internal and external factors
according to four main categories:
needs.
– Sufficient resources to
implement new solutions.
Weaknesses Minimise Weaknesses to Reduce Weaknesses to Avoid
– No obvious Unique Selling Seize Opportunities Risks
Point (USP). – Develop new marketing – Structure the service portfolio
– Service portfolio very diverse channels and concentrate on the most
and not well structured. – Provide suitable marketing important customer needs.
material on provider’s USP.
24
Phase 1: Identification of Service Potentials
The SWOT analysis should be done in a core team workshop (to enable brain-
storming based on multiple perspectives). The outcome of the SWOT should
not primarily be concrete service ideas (although they may be noted), but
areas where new services could be useful (as well as general points for
improvement). A university FM team could, for example, find that they need
to provide better information services to their external students and lecturers.
A company’s facility managers could find that the part-time working parents
on their staff need better support to balance work and childcare.
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Step-by-step Development of Facility Management Services
Phase one ended with a list of areas where new services could be needed.
Phase two takes a close look at these areas to generate concrete ideas for new
service concepts. The university team could find that some kind of online
welcome package with a city map, an intro to the campus facility and
addresses of all important campus contact points could be needed. The com-
pany’s facility managers could find that home office arrangements and more
flexible catering would provide good benefits. Phase two will result in a
decision on future services to be provided. It includes collecting and evaluating
service ideas and deciding on who will provide the services.
The first activity in this phase is the generation and collection of service ideas.
Some ideas for new service concepts may already be available (or easy to get),
for example as the result of customer surveys, competitors’ analyses or other
market research activities. An internal brainstorming on the core strengths of
the facility management team itself, as performed in the SWOT analysis in the
last chapter, may also have identified initial valuable concepts. New ideas can
be generated using one of the many idea generation methods available, such
as Mind Mapping, the Gallery Method or the 6–3–5 Method4.
4 For more information on these methods, see for example Higgins, J. M. 2005. 101 Creative Problem Solving Techniques: The
Handbook of New Ideas for Business.
26
Phase 2: Generation and Evaluation of Service Ideas
1 2 3 A B C 1 2 3
8 H 4 H D 8 D 4
7 6 5 G F E 7 6 5
1 2 3 1 2 3 1 2 3
8 G 4 8 F 4 8 E 4
7 6 5 7 6 5 7 6 5
Another valuable tool for the generation of service ideas is the Customer
Activity Cycle provided by Vandermerwe (2000). It helps to visualise the cus-
tomer process from the beginning to the end of contact, thus enabling the
definition of services that could make this process more smooth and user-
friendly. Figure 11 below is an example of service ideas for a doctor’s patients,
derived from the patients’ usual activities with the doctor once the first
symptoms of an illness are experienced.
– A Pre-Phase where customers only have tentative contact with the service
provider and collect information on potential services. This information
itself is also part of the service portfolio and could provide new service
ideas (such as new marketing channels and other information material,
etc.). The phase results in the first contact between the customer and the
service provider.
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Step-by-step Development of Facility Management Services
Figure 11:
Customer activity
cycle (Source:
www.fit2solve.de, A patient:
based on Vander- •experience symptoms and
merwe 2000) •goes to doctor
-Early awareness
-Practitioner awareness
-Helpline, information sites A patient:
-Early and speedy diagnostics •receives diagnosis
•chooses treatment
•starts treatment
•organises supply
Customer •adjusts treatment
activity cycle
for a patient
A patient: of a hospital
•is monitored -Help line
•has next treatment -Peer support
•goes to doctor -Treatment-options educator
-Installation of equipment
-Telemedical monitoring -Personalised home care
-Remote prescription adjustments -Delivery services
-Maintenance and replacement of -Emergency
equipment
-Various relevant services
-Early diagnosis
28
Phase 2: Generation and Evaluation of Service Ideas
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Step-by-step Development of Facility Management Services
After the generation and collection of service ideas, the objective of the next
task is to validate all ideas collected to find the most valuable ones. A good
tool to support the evaluation of service ideas is the Correlation Matrix, a
tool that allows a quantitative evaluation based on customer requirements. It
has its roots in QFD5, which describes, in a systemic approach, the different
steps needed to match all customer requirements. Table 5 below shows the
example of a Correlation Matrix for a guest flat offering.
Requ. fulfilment
Requ. fulfilment
Requ. fulfilment
Requ. fulfilment
Requ. fulfilment
prioritised according
Service value
Service value
Service value
Service value
Service value
Service value
to how they respond
to customer require-
ments
Low cost 3 *3 = 9 *9 = 27 *9 = 27 *3 = 9 *3 = 9 *1 =3
Spacious 1 *9 = 9
Comfortable 2 *3 = 6 *9 = 18 *9 = 18 *3 =6
Clean 3 *9 = 27
Within reach 1 *9 = 9
Close to the 3 *9 = 27
centre
Column sum 45 42 45 27 36 9
Priority 1st 2rd 1st 4th 3th 5th
The first step for the completion of the correlation matrix is the identification
of customer requirements. This can be done on the basis of the customer
activity cycle, for example, as described in the previous chapter. The require-
ments are then weighted according to their priority for the customers (1=
lowest priority, 2 = medium, 3 = highest). In the next step, the different ser-
vices are evaluated according to how relevant they are for these requirements
(1= low relevance, 3 = medium relevance, 9 = high relevance). The priority of
each service idea based on relevance and weighting is calculated by multi-
plying both factors. The bottom row of the matrix shows the final priority of
each service based on the score.
30
Phase 2: Generation and Evaluation of Service Ideas
for every single service idea, on a five-score scale. The ideas with the best
scores should be further pursued.
Both the Correlation Matrix and the Innovation Portfolio Check will result in a
list of service ideas to be implemented. The next task is to identify who will
provide the services. 6
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Step-by-step Development of Facility Management Services
and strategic scope of the general contractor such that it would be easier to
sub-contract them. A university may find that some services simply have to
be provided by an internal team dedicated to it, such as an online helpdesk, as
external providers will not have the necessary knowledge that is needed. It
could, however, include users (students) in a user involvement strategy or
cooperate with a call centre.
Outsourcing Barriers
(Lack of competencies, transaction costs, etc.)
32
Phase 2: Generation and Evaluation of Service Ideas
The advantage of this tool is that several services can be placed in the matrix
at the same time to facilitate the identification of potential strategy bundles to
be outsourced (or performed internally).
Deciding on these criteria is not an easy task. Deep consideration of the pro-
cesses and resources involved (next steps) can provide valuable insights for this
decision-making process. In any case, the service development task of the
facility management team should not be finished at this point in the SEA if
they decide to outsource a new service. In order to know what kind of service
they need, it is useful to go through some of the steps of the next phase,
which looks at different service alternatives.
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Step-by-step Development of Facility Management Services
As the first step in this phase, each service to be offered has to be divided into
different service modules, i.e. alternative options for providing a service. For
an office’s childcare centre, this could constitute different levels of availability
(9 a.m. to 1 p.m. / 3 p.m. / 5 p.m.) or different levels of users (toddlers < 1 year
/ 1 to 3 years). An information helpdesk for foreign students at a university
could have different access media (phone / e-mail / instant messaging), which
again could be available at different times. Cleaning services, another
example, usually include elements done every day (garbage disposal), some
done once a month (vacuuming) and some a few times a year (window
cleaning).
At the end of this step we should have a table clearly defining the different
service elements to be offered. This can be based on just a brainstorming
exercise in a facility management team workshop. Usually, good categories to
start with for user-related services is to look at the different user types to be
addressed, the scope (or quantity) of the service, its quality and its availability.
Catering service packages, for example, usually vary according to user groups
(for example business versus private catering), the service scope (just food,
food & beverages, etc.) and the service quality (different menus). Car sharing is
usually offered on different quality levels (car types), to different user groups
(student versus business rates, public transport user rates) and with different
service scopes (fuel included/excluded, etc.). Helpdesks often distinguish
34
Phase 3: Definition of Service Modules and Default Combinations
service levels according to availability. This may not only include time restraints
(e.g. 9 a.m. – 5 p.m. Monday-Friday versus 24/7), but also communication
systems (e.g. phone versus e-mail). Some consider different user groups (e.g.
calls from customers versus external staff). Most existing services are detailed
with respect to at least two of the categories mentioned, as the examples for
catering and childcare given in table 6 below show.
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Step-by-step Development of Facility Management Services
It is not crucial at this point to exactly define if, for example, the different
menu sizes of a caterer are different scope or quality levels. The main purpose
of thinking in the four categories is to come up with variations to a service
element. Both analyses (user services and building services) should consider
each building functionalities to be addressed, as some buildings may require
different services than others (a school will have different cleaning cycles than
an office).
In the next step, a table is drawn that uses the parameters as row headings.
The team working on the box then brainstorms on different attribute options
for each parameter. For example, »Meal types« could differentiate between
meat versus vegetarian meals, senior versus adult and kids meals or menus
versus buffets. Starting from one of the parameters in one of the rows, the
team working on the services now looks for a good match in every other row
to set up a complete solution concept for one specific user group or building
element. The potential matches identified are connected by lines or threads (if
pinned to a board, see table 8 below).
36
Phase 3: Definition of Service Modules and Default Combinations
Another useful concept is the Value Curves method based on the »blue
ocean strategy« concept of Kim and Mauborgne (2005). Value curves are a
useful concept to come up with service alternatives based on customer needs.
Existing services are analysed to identify typical service elements. A brain-
storming exercise to increase/decrease the performance of single elements or
add/delete elements themselves can help identify ways of differentiating one’s
own service portfolio from those of competitors.
In the first step, the main features of existing offers in the market are ident-
ified and placed as a so-called »value curve« on a »strategy canvas« according
to their level of performance. The idea is not to detail every main offer on the
market, but rather to depict typical combinations. The matrix, as a first result,
gives a good insight into the relative performance of existing products in the
market. Again, thinking about the scope, quality and availability of a service
helps to identify the features to be considered.
In a second step, a new value curve is created for the service to be offered. In
doing so, the performance on some of the factors should be increased or
reduced, in comparison to others. Some factors could be added as new service
element, some could be deleted as the key user groups do not really need
them.
It is important to perform this exercise with clear user groups in mind, as the
idea of a value curve is to identify the optimum mix for a specific group of cus-
37
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Step-by-step Development of Facility Management Services
new
monitor
energy
monitor 2
low
use
ease of
level of
info details
costs
purchase
consulting
costs
post-test
rental
of data
correctness
security
tomers. If more than one user group is considered, different curves should
therefore be created. Considering the university campus application example,
the result could be one value curve for international students and one for
international lecturers. The former would definitely rate some service aspects
higher than the latter.
– The configuration tool used is also decisive for a product’s span of var-
ieties. The more varieties there are, the better the process of guiding a user
through the configuration should be, including suitable visualization of,
and advice on, available options.
38
Phase 3: Definition of Service Modules and Default Combinations
– Another key criterion is the client’s level of expertise with the product/
service. Customers used to a choice of different options will more easily
cope with a large range of options than new customers.
The previous step has focused on how single service types could be differ-
entiated by creating service alternatives. The way to do so was to look at
single service elements that may be exchanged for another.
The objective of the step in this chapter is to create typical default combi-
nations for different user groups. This includes the development of a typical
set of services so that a general contractor could, for example, offer a combi-
nation of cleaning, maintenance and security as a typical minimum package
for office buildings. In addition, the different elements of each service have to
be combined intelligently so that the general contractor will, for example,
offer either weekly or monthly cleaning in this minimum service package.
Default combinations are usually defined by using one or two dimensions and
building suitable packages around them. Car sharing initiatives, for example,
usually put user types first, to then define suitable service bundles for each
alternative user type. Students, for example, could pay a different rate for
certain booking times and distances covered than business people. These final
costs could, in addition, vary according to car type.
39
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Step-by-step Development of Facility Management Services
Another suitable tool for identifying default combinations is the Kano Model
of customer satisfaction. The Kano model can be applied to get a clear
overview of the »performance levels« of the service (element) a customer
expects, and thereby to prioritise services (elements) within the portfolio. The
Kano diagram (see figure below) includes two axes: »fulfilment of customer
requirements« and »customer satisfaction« in order to differentiate between
basic, benefit and inspiration services. All services of a portfolio (or elements
40
Phase 3: Definition of Service Modules and Default Combinations
– Basic service elements are at the core of a service, while basic services are
at the core of a portfolio. Both are critical as customers would be very
unhappy if they were not performed correctly. However, customers are not
enthusiastic about excellent performance in these areas (they simply expect
them to be done).
– Benefit services are required for good performance. They are expected by
the customer whose satisfaction increases the better the services are pro-
vided, and decreases the worse they are provided.
Vendor management
Fair dealing inventory
Requirements Requirements
not fulfilled over-fulfilled
Fast delivery User/ operator
of spare parts Detailed training
documentation
41
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Step-by-step Development of Facility Management Services
An important lesson of the Kano model is that different user groups will have
different preferences with respect to service elements (and services), so that
their diagrams will differ. Considering these differences is a valuable step for
identifying suitable combination packages for different groups.
Service Complexity
carefree cost-optimised
cation example 1 »Office Building«.
packages services
For example, it can help a general
contractor to identify which services
should be offered to a specific cus-
tomer group and how this should be Standard Optional:
done. The tool offers a four-field packages User
matrix based on two scales that con- (basic services) involvement
siders the »(level of) service com-
plexity« of a service, on the one
hand, and the level of »customer Customer Know-How and Readiness
knowhow and readiness (to perform
the service)«, on the other (see Figure 18: Service potential portfolio
(based on BPS 2005)
figure on the right).
42
Phase 3: Definition of Service Modules and Default Combinations
Now that suitable services, service modules and default combinations have
been identified, they need to be developed in more detail. An in-depth
description of this development is provided in the following chapters.
The objective of this step is to specify the processes and resources necessary
for the provision of services. A tool that is able to support this specification
is the Service Blueprint. A service blueprint is a presentation of the chro-
The social housing example test resulted in the development of a new service concept, a half-
day seminar with a consultant on energy-saving options for tenants. A service Blueprint
helped to define underlying processes and necessary resources in more detail (see figure 19).
Decision to
Customer
Participate Give
Read participate & Receive
in feedback on
announcement registration for confirmation
the seminar the event
the seminar
Communicate Collect
Confirm
appointment feedback from
registration
customer
to tenants tenants
the concept
Collect
Elaborate Agree on
registrations & Collect &
concept for appointment
communicate analyse
seminar / with Feedback
participants’ feedback
training consultant to the trainer
details
on user
acceptance
Line of internal interaction
Support processes
Prepare Receive
Confirm Give
the materials/ Conduct feedback &
the availability feedback
contents seminar take actions
on the day on the event
needed if needed
Figure 19: Service blueprint for a new service in the Margaritas building
43
I3CON
Step-by-step Development of Facility Management Services
44
Phase 3: Definition of Service Modules and Default Combinations
The resources necessary in the different process steps of the Service Blueprint prepared for the
social housing example were further specified in a Resources Matrix. Resources are defined for
the preparatory phase, the marketing phase, the actual supply of the service and its subse-
quent assessment (see table below). Resources were detailed according to employees, oper-
ating resources and IT.
Conventional phone
matrix for an
External consultant
Service personnel
Internal database
information day on
energy saving
Equipment
Furniture
Premises
………
………
Internet
Intranet
Hotline
Information on the event X X X X X X
Information on the consultant X X X X X X
Consultancy/training concept X X X X X X X
Equipment check (individual) X X X X X X
Marketing
Information on homepage X X X X X X
Leaflet at building entrance X X X
Application forms X X X X
Supply of service
Half-day face-to-face seminar X X X X X X
Equipment check in a flat (individual) X X X X X X
Assessment
Feedback collection from tenants X X X X X
Feedback collection from consultant X X X X
……… X X X
45
I3CON
Step-by-step Development of Facility Management Services
Requirements Customer
situation Price view
Corporate Competition
objectives situation
In order to set a suitable price for a service (and its different alternatives), all
five aspects have to be considered. The following Service Price Check helps
to cover all these aspects.
– The requirements situation (how strong is the demand for the service?)
can be addressed by considering market analyses.
– The customer view (what are customers willing to pay?) can be analysed
in discussions or interviews with customers. This is not an easy task, as cus-
tomers are often unwilling to talk about, or unaware of, the real price they
might pay for the service.
– The pricing strategy as a whole has to fit the overall corporate objectives
(low-cost provider, high-quality provider, niche service provider, etc.) and
the position of the service provider in selected markets.
The marketing concept not only has to determine the price of the service, but
also has to provide a communication concept on how to address potential cus-
tomers (distribution channels, marketing media, etc.). This should be done in a
thorough analysis of the key customer groups: How can they be contacted in
the best possible way (Internet, flyers, newspaper ads, etc.)? What kind of
information will they be specifically interested in (costs, benefits, references,
etc.)? And how should it be presented (detailed, simple, etc.)?
46
Phase 4: Configuration of Customer-Specific Solutions
Phase three ends with the facility manager’s complete service portfolio. At this
stage, all services are available, both self-provided and sub-contracted ones.
The customer comes into action in phases four and five. Phase four starts with
the customer selecting the service in a configuration process, supported by the
facility manager. This includes the identification of the services needed and the
decision on which service alternative to choose for each service type. The
process could be done in a face-to-face situation between the facility manager
and customer, using printed and/or online documents (and databases). Final
users selecting the services they need could also do this on their own on the
facility manager’s homepage.
A general contractor could, for example, offer different services (and service
alternatives) to their customers (developed in phases one to three). One of
these customers, an advertising agency (office example), could discuss service
options with the general contractor (phase four) when planning a new
building. The contractor will offer its overall portfolio and help the agency to
identify the best combination of services (and service alternatives) for its par-
ticular purposes.
A social housing provider could have applied phases one to three to develop
new services needed by the housing objects under its responsibility: childcare
and catering. In phase four, the task of the social housing provider is to
support the service selection process of their customers (the building users) in
the best possible way.
At the same time, the service provider will collect feedback on the services
selected by the customers: What are typical service combinations chosen by a
specific customer type? Do customers mention an interest in services not
offered so far? Collecting this information will help to see if the services (and
the default combinations) developed in step three match the needs of the cus-
tomers.
Phase four starts with the facility manager offering his service portfolio to the
customers. The customers select the service (module) combinations according
to their needs in a configuration processes supported by the facility manager.
This step needs to be carefully prepared, as it is not easy for customers to
identify the optimum service mix. They cannot always present a list of required
47
I3CON
Step-by-step Development of Facility Management Services
services and how these services need to be provided. One of the reasons for
this is that customers are often not even aware of all the options available in
the market. In addition, some customers may not be familiar with some ser-
vices yet, so it is hard for them to specify the requisite frequency and quality of
the service, for example.
A typical configuration process will start with a short assessment of the cus-
tomer data (see figure below, blue boxes). This will include information on the
building functionalities (office/school, etc.), the user types (full-time/part-time
workers, etc.) and the building design (square metres, number of floors, etc.).
The assessment could be conducted in an interview or an online question-
naire. The next step will be to propose the service portfolio offered by the
facility manager. This will include presenting the various service types. In the
next step, a typical combination of services for the specific customer type
should be offered (for example »cleaning« and »maintenance«). For each
service type, this offer should include information as to how the service should
be provided, i.e. the specific configuration of the service (»monthly« cleaning).
Alternative options should be highlighted (»weekly« cleaning).
Figure 22:
FM services configur- Customer contact
ation process (based Provider (prov.) guiding
on Piller 2008) customer (cust.) through process
Assessment (prov.)
• Building functionality
• User type
Customer data
• Building design
• Alternative choices
Selection (cust.)
Available serv. modules • Required service types
& default combinations • Required service configurations Optional:
Adjustment
FB
Decision
Service contracts
48
Phase 4: Configuration of Customer-Specific Solutions
The customer now selects the service types (and configurations) according to
his/her needs; the result is presented in a visualisation of the complete sol-
ution. At this stage, service contracts can be concluded if the customer is
happy with his/her choice. If not, the configuration could go back to the
selection of service types (and configurations) to enable a change of choices.
In some cases, service options discussed and decided on may also have an
impact on the building’s design. Security services may, for example, require the
installation of cameras. Catering could require specific premises. There is thus
a second, optional feedback loop to the building design.
49
I3CON
Step-by-step Development of Facility Management Services
Pu
rch
Presentation of the as
company and its ing
Generation of competencies pr
aggregated customer oc
Presentation es
know-how of the company‘s complete s
solution portfolio
Surrogate solutions.
Identification of
Key tasks of a standard configurations
Visualisation
Guiding through the
configuration process
Figure 23: Key tasks in the service configuration process (Piller et al. 2003a)
50
Phase 4: Configuration of Customer-Specific Solutions
be a final check as to whether all service categories necessary for the spe-
cific building functionality and each user type have been addressed in one
way or another. It could also mean highlighting choices that are very rare or
unusual.
The configuration of a customer-specific solution was tested in the »office building« example.
An advertising agency plans a new building together with a general contractor, and also starts
discussing related service offerings.
The first step in the service configuration stage is the collection of key data on the agency (see
figure below). This includes data on the building functionalities, the user types and the
building design (CAD drawing of building design). The building in application example one is a
four-storey office building with an overall floor area of 4000 m2 (each floor comprising
1000 m2). There are two lifts and two main staircases, as well as two additional emergency
staircases in the immediate proximity of each lift. The building includes office rooms of dif-
ferent sizes as well as 3 kitchenettes and 3 conference rooms on each floor. Furthermore, it
has a large reception hall with a desk staffed from 7 am to 7 pm. There is no residential area
nearby that could offer restaurants, laundries, etc.
51
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Step-by-step Development of Facility Management Services
The building’s main users are the agency’s designers (male and female), who have highly
flexible work schedules. Most of them are young (average age: 25), some have small children.
The main building visitors are the customers of the agency. The agency runs a number of large
marketing events each year to acquire new customers.
The service provider could offer repair & maintenance, cleaning, security and catering services
as a standard set of services for office buildings. Because of the family status of the office
users, the provider could also choose to offer childcare services. Plant watering could be
attractive because of the flexible work schedules.
Repair &
Proposition (prov.) Maintenance
Cleaning
Plants watering
Service
Security
• Required service types
Portfolio
• Required service configurations
Catering
Childcare
Visualisation (prov.)
Special events care Daily 8 to 5 • Configuration and visualisation of
Breakfast, lunch Dinner buffet
complete solution
(daily) (special events)
Decision
Service contracts
The agency itself could decide that just childcare and catering are needed, as they have
another service provider for cleaning, security, etc. that already takes care of other agency
buildings. At this point they could, however, decide that they not only need the typical
package for the office users (childcare during main working hours, breakfast and lunch
catering), but that childcare and catering support would be excellent for their marketing
events. They would thus select these alternative service modules for their final configuration.
52
Phase 4: Configuration of Customer-Specific Solutions
The last item on the Configuration Checklist is already part of the second step
in phase four. The collection and analysis of information in the configuration
process is a key success factor for the provision of a suitable service portfolio,
as only the continuous assessment and – if needed – adaptation of the service
offering can ensure that the portfolio fits changing user requirements. Adap-
tations can include the re-definition, extension or removal of service types
(and modules). The outcome of this step will be fed into the previous three
SEA phases when the service portfolio is updated.
53
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Step-by-step Development of Facility Management Services
In the fifth phase of the SEA Approach, the customised services are provided.
During service provision, feedback should again be gathered to gauge
whether customers are content with the services and if some services have to
be adapted. The findings of this step will be fed into phase four (to adapt the
portfolio selected) or the three previous phases of the SEA (to work on the
portfolio as a whole).
In the first step of phase five in the SEA, the services are provided to the cus-
tomers. The necessary processes and resources have already been set up in
phase three, and they are now put to work in this stage of the approach.
Service provision includes the coordination of the services, including both
those run by the facility managers themselves and the services outsourced to
sub-contractors. The actual operation of the services may be preceded by
some final tests with single users. Lead User Tests focus on multiple users of
the service type (or field) under consideration. For example, a new catering
54
Phase 5: Services Operation and Assessment
It may also be helpful to conduct interviews and surveys, or hold focus groups
with the staff providing the service (own resources or sub-contracted com-
panies). They sometimes have a good insight into the customers’ satisfaction
with a service and may suggest ideas for service improvement. Just like in
product development, including suppliers in the development of a new service
is also often a good idea.
Performance Scans (see figure below) can support the assessment of the
feedback gained by means of interviews, surveys, etc. The scan draws on the
service categories defined in the Kano Model (see phase three) in distin-
guishing basic, benefit and inspiration services (or service elements). Basic ser-
vices simply have to be offered (and in a good quality), as customers expect
them as a basic part of a solution. They will, however, not be interested in any
over-performance of these services. Benefit services can make customers happy
(if well done) and unhappy (if badly done or non-existent). Inspiration services
surprise users, as they are not within the scope of a usual service package.
55
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Step-by-step Development of Facility Management Services
The results of the second step in phase five will present opportunities for
adding, deleting, extending or reducing services (and service modules) in the
service. The service portfolio will be adjusted in another round of phases one
to three, aimed at improving the service portfolio. A portfolio check (and
adjustment) should be performed at regular instances and when a specific
need arises (for example a new customer group).
56
Summary and Tools Overview
The SEA process presented in this guide combines Service Engineering and
Mass-Customisation concepts to support facility managers in the structured
development of integrated service portfolios. The resulting portfolios will be
flexible enough to be customised to the needs of different users, while
selection options will be limited to the choice of a few, pre-defined service
alternatives. The guide presents the five steps of the process along with useful
tools for each of the five phases.
»Very often the roots of the difficulties lie in the fact that the services
offered by the companies are not clearly defined, i.e. there are no clear
descriptions of what the service entails, what the relevant processes are
and the resources required.« (Fähnrich and Meiren 2007: 4).
The following tables are the overview of the tools presented in this guide,
including the tools’ names, objectives, and references to where to find them in
this guide.
57
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Step-by-step Development of Facility Management Services
Phase 3: Definition of
Service Modules and Default
Combinations
58
Summary and Tools Overview
Phase 4: Configuration of
Customer-Specific Solutions
59
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Step-by-step Development of Facility Management Services
As mentioned in the first chapter, the SEA approach presented in this paper is
built on a number of existing concepts and guidelines to come up with a
suitable concept for the construction industry. Future developments could
extend the SEA by adding more tools and templates or transfer it to another
service-intensive industry sector.
The basic idea of the Configuration Tool (see the figure below) is to associate
each building element with a set of service options. Floor and window types,
for example, are linked to cleaning services. Heater types are related to main-
tenance & repair services. Once the building’s CAD design has been entered
into the tool, it will list the options of every building element, so that cus-
tomers (supported by the facility manager) can easily select the services they
need. The tool offers an easy, intuitive configuration process that helps to
make sure that all important service types for a building element have been
considered.
For each building element, the tool will present different product and service
options and will then help to calculate the costs to be expected for each of the
elements. This will help to illustrate the differences between product and
service types: A carpet may be a cheaper product than parquet floors, but life-
cycle costs (cleaning, maintenance, etc.) associated with it might be much
higher.
60
Outlook and Further Developments
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Step-by-step Development of Facility Management Services
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